Guest Relations Manager

About the jobWE ARE HIRING: GUEST RELATIONS MANAGER – Luxury Properties - ⭐📍Multiple Locations in North Goa💰Salary: ₹30,000 to ₹40,000 per month (depending on experience)JOB SUMMARYThe Guest Relations Manager acts as a key link between the Property Managers, guests and senior management, ensuring that guest concerns and service-related matters are handled promptly, professionally and effectively. The role is focused on problem-solving and guest communication ensuring that issues are resolved before they escalate and that guests receive a consistently high level of service across the Company's properties.KEY RESPONSIBILITIES GUEST RELATIONS & COMMUNICATION

• Act as a senior point of contact for guests when required.
• Maintain professional, warm and solution-oriented communication with guests.
• Handle guest complaints, concerns, requests and service recovery situations.
• Communicate with guests by phone, WhatsApp and other relevant channels.
• Follow up with guests to ensure issues have been satisfactorily resolved.
• Build positive relationships with guests and maintain the Company's service standards.SUPPORT TO PROPERTY MANAGERS
• Assist Property Managers in handling difficult or sensitive guest situations.
• Support the Property Managers in maintaining service standards across the assigned properties.
• Step in where coordination between multiple teams is required.
• Help ensure that guest-related issues do not unnecessarily reach senior management.GUEST EXPERIENCE
• Monitor the overall guest experience and identify areas requiring improvement.
• Ensure guest requests and special requirements are properly communicated and actioned.Assist with VIP, repeat and high-profile guest requirements where necessary.
• Ensure appropriate follow-up after complaints or service issues.
• Maintain a strong understanding of the Company's properties and servicesCOMMUNICATION & REPORTING
• Keep the AGMs informed of significant guest issues and operational concerns.
• Maintain clear records of complaints, incidents and resolutions where required.
• Communicate important information effectively to the relevant teams.
• Identify patterns in guest complaints and provide feedback to management.QUALIFICATIONS
• 3–5 years of experience in luxury hospitality, guest relations, hotel operations, villa management, front office or a similar customer-facing role.
• Experience in luxury hotels, resorts, private villas or high-end vacation rentals preferred.
• Diploma or degree in Hospitality Management, Hotel Management, Tourism or a related field preferred.
• Previous experience handling guest complaints and service recovery.
• Experience coordinating multiple departments or teams is an advantage.
• Good knowledge of Goa and local vendors/services is an advantage.
• Valid driving license preferred.
• Excellent spoken and written English.SKILLS & COMPETENCIES
• Excellent Guest Handling: Naturally comfortable dealing with guests and able to maintain professionalism in difficult situations.
• Common Sense & Judgement: Able to assess situations quickly and make practical, sensible decisions without constant supervision.
• Problem Solving: Focused on finding solutions rather than simply identifying problems.
• Communication: Clear, confident and professional communication with guests, Property Managers, staff, vendors and senior management.
• Emotional Intelligence: Able to read situations and respond appropriately to different personalities and circumstances.
• Calm Under Pressure: Maintains composure and a positive attitude during stressful or unexpected situations.
• Ownership & Accountability: Takes responsibility for issues and follows them through until resolution.
• Proactive Approach: Anticipates potential problems and acts before they escalate.
• Coordination: Able to manage several people and departments to resolve an issue efficiently.
• Attention to Detail: Ensures guest requests and commitments are properly followed through.
• Discretion & Professionalism: Handles sensitive guest and company matters appropriately.
• Teamwork: Works collaboratively with Property Managers and operational teams while maintaining clear communication with the AGMs.